Poa! internet is the fastest growing and highly innovative ISP in Kenya. The company was founded in 2014 with a vision to provide internet in every home in Africa. At poa! We believe by empowering people, we can actively drive digital inclusion in these markets. We deploy a cost-effective internet service in Kenya, with the aim of providing affordable access to content and Internet to low-income members of society.

We are growing very fast to cover the rest of Kenya and eventually Africa. It is envisaged that the success of the business will grow to over 150 networks across East Africa. It is from this background that we seek prospective candidates to fill the role of a Deployment Scheduling Assistant.

At Poa, we pride ourselves on being a values-driven company and we love working with values-driven employees. Poa's vision is “Internet in every home in Africa”. To achieve this vision, we live by our values, captured in the acronym, We CONNECT. At Poa, we: Create a better world for the people we serve, Open our eyes to problems and opportunities, Never stop learning never stop moving forward, Name it, own it, solve it, Engage with the bigger picture even in the details, Care about each other and Tujienjoy kazini.

Mission Statement for the Role:

To support the installation and field support teams with coordination of detailed, organised, and well communicated schedules for daily operations to support outsourced teams with work across the geographic footprint of poa! operations.

Overall Responsibility:

Assist the deployment coordinator in end to end customer communication, follow up with Field technicians and ticketing resolution for work assigned.

Financial:

None

People:

None

Key SMART Results for A-Player

1. Proactively review and propose process improvement measures to uplift the overall quality of the installation & field support process - End of Q2 2025
2. Coordinate field work scheduling for installations, relocations, supports and decommissions to drive operational efficiency - Monthly
3. Ensure 100% of scheduled installation & support visits are completed within SLA to deliver exceptional customer service - End of Q2 2025
4. Ensure regular and continuous feedback sessions for continuous improvement of operations and daily deliverables whilst building relationships with third party project managers - End of Q2 2025
5. Identify areas of improvement and training with partners and liaise with relevant internal teams to ensure the training is scheduled, attended, brings real world value and uplift in overall performance - End of Q2 2025

Level of Management Experience Required (Mandatory & Nice to Have)

None

Department stage of development where this role sits

Preparing for Scale /Systemization

Key Competencies Criticality (H, M, L)

1. Proven ability to evaluate, assign and escalate work based on different factors such as, time, complexity or risk to the organisation -M
2. Strong written and verbal communication skills relevant to multi-level internal and external stakeholders -M
3. Familiarity with SAAS products such as Freshworks, 3CX, Google Workspace -H
4. The ability to work in a fast-paced, high-pressure department where close communication and coordination are key drivers of success -H
5. Attention to detail and accuracy in maintaining records and generating report-H
6. Excellent interpersonal skills to liaise with technicians, customers, and stakeholders - M
   
   

Mandatory criteria if any with no exception to hire

1. Diploma/Degree with a focus in management, systems or communication.
2. Must have at least 1 year experience in a similar role.
3. Comprehensive knowledge of the tools and systems used to support the field operations.

"We encourage Women and Persons with Disability (PWD) to apply"